When Authorize.net servers went down last week for three hours, many Magneto sites could not process orders. Not only that, they could not warn customers of the issue leading to frustration at checkout, increased abandoned carts and potentially lost customers. And the sad fact is that many site owners did not even know the event occurred.
It’s a given that at some time your site will be up but your checkout will be down. And it might not be anything you did. It might be a third party application such as your shipping API, your analytics tracking, or as in the case last week, your payment gateway. So what do you do?
First you need to know. Most times site owners don’t know there is a problem with their credit card gateway until a customer complains or they hear from a third party there is an issue. And maybe that is OK. And then maybe it is not. So what do you do if you need to know these things immediately? You need to build in enhanced event monitoring.
Second you need to warn your customers. Once you know there is a critical event customers need to be warned. Out of the box, Magento does not have a site announcement feature and, if your designers did not design it in, then chances are you still don’t have it. So get yourself a site announcement feature that you can manage via Admin. A clear message at the top of the site that shows on every page is the way to go.
Third you need to give your customers a workaround. Any Magento site that only offers one payment method is out of sync with the current trends in eCommerce checkout. You must offer more than one option. A perfect offset to a merchant account based credit card gateway is PayPal which allows customers to not only use their PayPal balance but also credit cards. As such PayPal offer a perfect fall back in the event that your main credit card gateway breaks. So get yourself a backup you can use all the time or, at least, in the event of failure.
Forth step is to fix it. If the gateway is not working you need to turn it off until such time as it works again. If you have developed enhanced event monitoring then the turning off and on of a credit card gateway can be automatic. If not then you need to do this manually.
So what is enhanced event monitoring? Enhanced Event Monitoring is anything that monitors your site at code level. EcomUnlimited utilizes Enhanced Event Monitoring to monitor events such as API failures so that as soon as the event is detected, recovery processes can be triggered including notification of all relevant parties to take action. By using Enhanced Event Monitoring as part of your Business Continuity plan you can ensure your site continues to perform 24/7/365.
Find out how we can increase your online profit through professional end-to-end management of your eCommerce platform.